A White Paper / Report of the Customer Success Management Initiative

As a fast increasing number of SaaS/Cloud companies are discovering, the sea-change in the industry is far from over. The shift in profit realization strategies from the sale of perpetual licenses over to the subscription model has made customer retention a mandatory requirement. The signing of the first contract…

In the past six weeks, there has been a lot of participation in the CSMI Research Surveys, both by companies who have established CSM groups and by those who are planning to do so in the near future. Two new Sponsors, CSM technology vendors ToTango and JBara Software, have come on board to join Apptegic and The HotLine …

Over the past couple of years, a new position has popped up in the job listings throughout the SaaS/Cloud sector, and a new box has appeared on a fast-growing number of company organizational charts. Sometimes it’s as a sole contributor, in others as a very sizeable team; the new role may be listed under any of the direct CxO reports…